Date: Thurs, 24th March 2016 

Venue: Café Neo, Victoria Island Lagos 

Speakers: 3 

Duration of event: 2 hours 

 The event began with Charles Ikem (PolicyLab Africa/Cofounder, SDN Lagos) making his presentation titled ‘Why service design’? Charles talked about the idea of moving from product to services and from consumerism to people. He stated that the digital era is eroding the influence of marketing and branding, and that people need to understand the variables of customer satisfaction with which to balance customer expectations and the customer experience. 

The second speaker, Uyai Effiong (Areedi/Cofounder, SDN Lagos), walked participants through a hypothetical scenario of booking a hotel, the customer journey for two scenarios, and how service design enhances this journey using service design tools and methods. 

The third speaker, Adam Talsma (Reboot Nigeria) gave a detailed tour of their latest service design project, MyVoice. MyVoice is a mobile platform developed to collect data about patients using primary healthcare facilities in Nassarawa State. Adam talked about empathy and working with Nigerians to understand the problem, then using service design. 

The day ended with a question and answer session to engage the audience. Questions asked included queries about the applications of service design, how service design can improve key sectors in the Nigerian economy, what skills o people need to practice service design and how service design in Lagos can grow. 

Audience Profile: From the attendance register that we kept during the event, the attendees were mainly entrepreneurs running private small to medium sized businesses. There were no representatives from government or multinational corporations. 

Reach: The event was live tweeted from our SDN Lagos handle and retweeted by several social media platforms within Nigeria. 

All the contributions are recorded and documented and will be placed on our blog and website in the future.